Inside LiveChat

Best Practices for Pre-Chat and Post-Chat Surveys and Data Collection

Malgorzata Sikora
3 min read
Feb 5, 2021
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Knowing your customers is a must, and that’s what LiveChat is all about. To deliver valuable support and address your customers’ needs, you should first know who you’re connecting with. Also, once you’ve connected with a customer, you may want to ask for opinions and feedback, or anything else that will help your business to improve and grow. To manage this, our tool lets you create pre-chat and post-chat surveys.

As you probably know, when we ask our customers for any information, it’s not only about how to manage it from a business perspective, but it’s also a matter of the law and data processing regulations. Below, you’ll find some tips on how to prepare surveys at LiveChat that comply with the law. 

1. Think about what data you need

The time-tested and well-known principle of data processing says that you should only ask for the information that you really need. It applies to chat surveys as well. You can add the elements you need to your survey, but remember to collect only the information that is relevant.

For example, avoid surveys that are too long because they’re asking for a job title, phone number, etc. Plan how you’ll reach out to your customer, and design your survey to meet your needs, but don’t go beyond that. Most likely, you’ll end up with data like an email address and name. Keep in mind that there’s no single right pattern. Here, the key to success is to be aware of your needs, and as much as possible, narrow down how much data you’ll collect that still works to meet those needs. 

2. Consent is a must

Whenever you request data from anyone through surveys, remember that the person should be aware that this data will be processed by you. For the majority of jurisdictions, especially under GDPR, it’s necessary to collect consent for such purposes. What’s more, consent should always be specific and expressly shown. You should never assume that there is consent. Always ask for it.

To collect consent, create a clear and unambiguous consent statement. For example, “I understand that the controller of my data is LiveChat [add Company’s contact credentials here]. Remember that the answers that the customer is able to select should be as equally clear as the consent statement. Use “I agree” and “I disagree” as options to make sure that your customer understands the options. 

3. Link to an external source if needed

Preparing a consent screen may be a bit overwhelming because there’s limited space and, most likely, a lot to pack into this area. Remember that transparency and keeping the information accessible is a sign of a mature approach towards data processing. If you feel like it’s relevant, add a link to your Terms of Service, Privacy Policy, or any other document at the end of your consent screen to make sure that your customers can easily access it. 

4. Pre-chat vs. post-chat

You may get confused with pre-chat and post-chat surveys and when you need what types of information and consent. Remember that whenever you request any information that includes personal data, you should secure consent to processing that data. Our survey system is very flexible and enables you to manage it as you wish. The same applies to legal aspects. Collect the data that you need whenever it fits your business, but remember to take steps to ensure that you only collect the minimum amount of information that is necessary. You also need to make sure that you always obtain consent. 

If you need a hint on how to set up surveys with LiveChat, check out our post on LiveChat Help.

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